Clydesdale Bank, Business banking

About the project

Clydesdale’s existing business banking system was very outdated and far from user friendly. I was asked to help redesign a host of features for their new platform. The new platform had to be intuitive and simple to use but also robust enough to handle more complex business banking needs.

The project ran for over a year and I was involved in the user experience design for various features within the larger project.

As the whole platform was being redesigned, I was involved in a lot of parity features as well as brand new concepts for the users.

Features included user management, on-boarding, payee management and App authorisation.

The process

When possible, we worked agile, with regular 3 amigos meetings between the Business Analysts, Solution Designer and myself.

I ran user workshops to help us define the scope of features. Off the back of these and when we had some outline business requirements, I would design wireframe flows.

Based on the outcomes, I would iterate designs and test again if necessary. If not, the user journeys went through a sign-off process and I liaised with UI designers and copywriters to provide assets for handover to development teams.

Team

There were many teams working on the many features of this project. For the features I worked on, my team usually looked a bit like this;

UX designer x 1

Business Analyst x 1

Solution Designer x 1

Product owner/Business stakeholder x 2

Copywriter x 1

UI Designer x 1

Ui Developer x 1

A how to video showing features I worked on

Example of payment flow with multiple payees

Example of a business banking user managegement screen

User managegement screen for bank staff

Test based improvements

We wanted to make sure that the new platform would noticeably improve the customers’ experience but also save them time and effort.

Many rounds of user testing were undertook allowing us valuable insights into what customers actually do and what they expect. Above sows a user on-boarding journey that through user testing it was clear was cumbersome and lengthy. This was due to existing back end system constraints and was ripe for innovation. I proposed a new user journey which could reduce the steps a user would have to take from 22 down to 12.

Below shows a user during one of our sessions helping us with a card sorting exercise. The results of these were used to shape the navigation of the platform.